How to create a time rule?

[Arthur Sanchez]

I need help getting the time interval for the ticket status. I was able to get the time duration from when a ticket is created until it is closed, using this function in the 'Total Time' field: glidefunction:datedimp(closed_at, sys_created_on)

Now I have to get the time interval from one status to another, I have to know how long a ticket took to become 'pending', how long it took to leave the 'pending' status and become 'in progress', and how long it took to leave 'in progress' and be 'closed'

I was trying to use Business Rule but I can't even put 1 record in the fields, if anyone knows how to do this PLEASE HELP ME

[Arthur Sanchez · Accepted solution]

The trick is to use a BR to get the update time from when it changes from pending to in progress and then get the time difference from that value.